Booked a package holiday but company didn't book the first nights accommodation

ruthio12

I booked a package holiday to the maldives with mercury Holidays 

This included flights out and speedboat to the island arriving on 12th March morning.

However after reviewing documentation the day after booking i noticed they haven't booked accommodation that I can check in to until the 13th.

I raised this with the company and they are implying this is my fault although I booked it as a 10 day package.

What are my rights in this situation? They won't guarantee me a refundand haven't stated how they will rectify this (its being escalated to a supervisor)

jlfrs01

Same thing happened to me a few years back when organising a holiday to New Zealand. In that instance I didn't notice the hotel was booked in Dubai for our stopover en route until I actually go there, it seems whoever had put the itinerary together hadn't allowed for time zones, it could well be the same in your case.

Their argument was identical - it was my responsibility to check the itinerary for any mistakes.

I raised a formal complaint stating that the company should not rely on customers to spot their own mistakes, I had booked a holiday they sold me in good faith and trusted them to deliver under the terms of the contract. If I'd had put the itinerary together myself then of course I'd be to blame for any mistakes but I didn't - I trusted them to do their job properly. I also reasoned that they had charged me for the stay in Dubai so it wasn't an intended ommission on their part.

I'm not sure whether that reasoning had any legal standing but I got the cost of the hotel I had to book back in full, all expenses I incurred and a further sum as compensation for my distress.

I think at the very least if they have billed you for a holiday which includes accommodation on all your nights away (as per their ad, etc), then if they refuse to book the room for you that you be refunded.

Westin

OP - can you provide outbound flight details?

ruthio12

Thanks for your replies. I've attached the itinerary they have sent.
It's an overnight outbound flight so they have correctly booked a speedboat transfer on the 12th but then no accommodation until the 13th.

Caz3121

ruthio12 said:

I raised this with the company and they are implying this is my fault although I booked it as a 10 day package.

this looks like they have made an error...

making a dummy booking for the same dates and accommodation on their website...
you select the departure date and duration - all good so far
you select the accommodation - all good
then it says "9 nights from 12th Mar 2024" with an info button that says "This holiday includes and outbound overnight flight. You will spend 1 night on the aircraft on 11th Mar 2024"

If they have booked you 13th - 21st in resort they have booked you 8 nights + 1 on the plane = 9 nights

I would do a dummy booking and take screenshots all the way through
I suspect their response is confused as I they probably get people booking 10 days holidays that expect 10 nights accommodation in resort when it would be 1 on plane + 9 in resort. (you don't even have that)

ruthio12

Thanks for your advice. I'll do that.
Where do I stand if they want extra payment for the additional night that needs booking  ?

Should they cover it as its their error ?

Westin

It would indeed seem that a mistake was made with the checkin day for the accommodation.

If this was booked via their sales team then I think you have a good case to ask them to book this package correctly and to add the extra required night for 12th March.

maman

I'd say the answer is in the name. You booked an all inclusive holiday. All inclusive should include accommodation for every night you're there! 🤔

silvercar

I do wonder what would have happened had you arrived in at Male airport with no accommodation booked for the first night. Would your speed boat transfer been expecting you? If you did the transfer what would have happened on the island?

ruthio12

I know. Glad I noticed.
Still haven't heard any resolution. Just that they are 'looking into it' 

heatherw_01

Very good job you noticed that.
That is a big but easy mistake that they should have really found before they sent it to you.